Customer Care Specialist - End-to-End Resolution

Dŵr Cymru Welsh Water; Caerphilly; On-site; GBP 27,000 - 34,000; Full time

Benefits offered by this job

34 days annual leave

Pension scheme

Employee benefits

Discounts for partners

Job summary

Dŵr Cymru Welsh Water in Wales is seeking a Customer Care Advisor to deliver a world-class customer experience across verbal service channels. You’ll own complex enquiries, complaints, escalations and regulatory requests, ensuring fair outcomes and clear communication throughout the case.

You will work with colleagues across the business to meet customer, regulatory and performance targets, maintain thorough case records in SAP/C4C and MRS, and contribute to service improvements while adhering

Qualifications

• Experience resolving complex or escalated customer enquiries or complaints.
• Excellent written and verbal communication skills, with ability to actively listen and respond.
• Strong problem-solving and root-cause analysis, with focus on fair outcomes.
• High attention to detail and ability to manage a varied caseload and regulatory deadlines.
• Strong stakeholder-management and relationship-building skills across teams.
• Understanding of organisational policies, procedures and regulatory obligations, or ability to learn quickly.
• Confidence using multiple case-management or operational systems (e.g., SAP/C4C, MRS).
• Customer-first approach with empathy, accountability and professionalism.

Responsibilities

• Owning end-to-end customer journeys across operational services, managing expectations and ensuring customers are informed through resolution.
• Managing complex or escalated enquiries and complaints, including MD reviews and CCW cases.
• Investigating issues, identifying root causes and coordinating with internal teams to gather evidence and next steps.
• Managing customer feedback and follow-on activity to secure satisfactory outcomes and drive improvements.
• Following escalation processes to protect performance targets and customer satisfaction.
• Collaborating with Service Recovery, Planning and Scheduling, and other teams to resolve issues and minimise disruption.
• Working in line with CCW/B-MeX, KPIs and regulatory guidance, and maintaining auditable case records in SAP/C4C and MRS.
• Analyzing case trends to inform improvements and share insights with the team.
• Participating in team meetings to share updates and customer insights.

Skills

Customer focus

Communication skills

Problem solving

Attention to detail

Stakeholder management

Regulatory knowledge

MS Office

Independent worker

Tools

SAP/C4C

MRS

MS Office

Job description

Dŵr Cymru Welsh Water in Wales is seeking a Customer Care Advisor to deliver a world-class customer experience across verbal service channels. You’ll own complex enquiries, complaints, escalations and regulatory requests, ensuring fair outcomes and clear communication throughout the case.

You will work with colleagues across the business to meet customer, regulatory and performance targets, maintain thorough case records in SAP/C4C and MRS, and contribute to service improvements while adhering